Customer Engagement in Communications in Europe and North America

Customer Engagement in Communications in Europe and North America

The Current and Future Communications Vertical

RELEASE DATE
04-Aug-2014
REGION
North America
Research Code: NE51-01-00-00-00
SKU: IT00739-NA-CR_02022
$12,500.00
In stock
SKU
IT00739-NA-CR_02022
$12,500.00
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Description

The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.

Table of Contents

Research Background and Objectives

Methodology

Overall Firmagraphic Details

Executive Summary

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Executive Summary (continued)

Current versus Future Customer Interaction Channels in the Communications Vertical

Current Customer Interaction Channels in the Communications Vertical

Future Customer Interaction Channels Channels in the Communications Vertical

Current and Future Integration of Contact Channels in the Communications Vertical

Current Integration of Contact Centers in the Communications Vertical

Future Integration of Contact Centers in the Communications Vertical

Current and Future Prevalence of Full Automation in the Communications Vertical

Current and Future Prevalence of Full Automation in the Communications Vertical (continued)

Current and Future Prevalence of Speech Recognition-enabled IVR Interactions in the Communications Vertical

Expected Changes of Outbound Customer Interactions in the Communications Vertical

Expected Changes of Outbound Customer Interactions for PCC in the Communications Vertical

Expected Changes of Outbound Customer Interactions for Sales and Marketing in the Communications Vertical

Expected Changes of Outbound Customer Interactions for Collections in the Communications Vertical

Current and Future Capabilities of Social Media Customer Contact Strategy in the Communications Vertical

Current Capabilities of Social Media Customer Contact Strategy in the Communications Vertical

Future Capabilities of Social Media Customer Contact Strategy in the Communications Vertical

Current and Future Capabilities of Mobile Customer Contact Strategy in the Communications Vertical

Current Capabilities of Mobile Customer Contact Strategy in the Communications Vertical

Future Capabilities of Mobile Customer Contact Strategy in the Communications Vertical

Potential Restraints in the Communications Vertical

Current versus Future Prevalence of Systems/ Applications in the Communications Vertical

Current Prevalence of Systems/Applications in the Communications Vertical

Future Prevalence of Systems/Applications in the Communications Vertical

Current and Future Number of APO Vendors Sourced in the Communications Vertical

Current and Future Number of APO Vendors Sourced in the Communications Vertical (continued)

Current and Future Integration of APO Applications in the Communications Vertical

Current Integration of APO Applications with Multichannel Applications in the Communications Vertical

Future Integration of APO Applications with Multichannel Applications in the Communications Vertical

Using APO Applications in the Communications Vertical

Leveraging APO Tools in Other Departments in the Communications Vertical

Restraints to Leveraging Customer Insights in the Communications Vertical

Current Use of Hosted/Cloud Contact Center Solutions in the Communications Vertical

Important Factors in the Decision to Move to Hosted/Cloud Solutions in the Communications Vertical

Contact Center Applications Currently Used as Hosted/Cloud Solutions in the Communications Vertical

Contact Center Applications Planned to be Used as Hosted/Cloud Solutions in the Communications Vertical

Number of Vendors Sourced in the Communications Vertical

Current and Future Hosted/Cloud Contact Center Providers in the Communications Vertical

Current Hosted/Cloud Contact Center Providers in the Communications Vertical

Future Hosted/Cloud Contact Center Providers in the Communications Vertical

Restraints to Moving to Hosted/Cloud Contact Center Solutions in the Communications Vertical

Customer Care Outsourcing Adoption in the Communications Vertical

Customer Care Functions Currently Outsourced and Planned to be Outsourced in the Communications Vertical

Currently Outsourced Customer Care Functions in the Communications Vertical

Customer Care Functions Planned to be Outsourced in the Communications Vertical

Contact Channels/Interactions Currently and Planned to be Handled by Outsourcers in the Communications Vertical

Contact Channels/Interactions Currently Handled by Outsourcers in the Communications Vertical

Contact Channels/Interactions Planned to be Handled by Outsourcers in the Communications Vertical

Current/Future Priority to Deliver Consistent, Seamless Customer Experiences in the Communications Vertical

Current Level of Priority to Deliver Consistent, Seamless Customer Experience in the Communications Vertical

Expected Level of Priority to Deliver Consistent, Seamless Customer Experience in the Communications Vertical

Current and Future Proportions of Outsourced Contact Center Seats/Agents in the Communications Vertical

Current/Future Proportions of Outsourced Contact Center Seats/Agents in the Communications Vertical (continued)

Locations of Current and Expected Outsourcing in the Communications Vertical

Locations of Currently Outsourced Contact Centers in the Communications Vertical

Locations of Contact Centers Planned to be Outsourced in the Communications Vertical

Average Number of Outsourcers Currently Used and Planned to be Used in the Communications Vertical

Current and Future Outsourcer Selection Considerations in the Communications Vertical

Important Factors in the Decision to Use Outsourcers Currently in the Communications Vertical

Important Factors in the Decision to Use Outsourcers in the Future in the Communications Vertical

Restraints to Using a Third-party Provider in the Communications Vertical

Key Takeaways

Key Takeaways (continued)

Legal Disclaimer

The Frost & Sullivan Story

Value Proposition: Future of Your Company & Career

North America and Europe Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the communications vertical. As a proportion of total customer interactions in the communications vertical, the projected growth is clear for Web self-service portal, social media, and mobile apps. Email and LiveAgent voice show a decrease in the proportion of customer interactions in the next 2 years. About 40% of contact center organizations in Europe and North America state their contact channels are fully integrated, while the largest proportion is mostly integrated. By 2016, 57% expect to be fully integrated, primarily due to 11% of mostly integrated contact centers transitioning to full integration. Compared to Europe, significantly more contact centers have fully integrated with other contact channels in North America.
More Information
No Index Yes
Podcast No
Author Stephen Loynd
Industries Information Technology
WIP Number NE51-01-00-00-00
Is Prebook No